ComplaintsforEargo, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had multiple issues with the left hearing aids battery life lasting only a couple of hours. They have replaced it on three occasions and it continues to fail. The wait time for the latest replacement has been 4 weeks. Its impossible to use just one hearing aid due to sound imbalance. They have had multiple chances to remedy this issue. I asked today for a refund and was told due to time lapse they cant do that.

  Business response

  07/25/2024

  We were able to connect with this customer and reach a resolution is he happy with. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Eargo 7 hearing devices a year ago and began having problems after 3 months. Eargo's solution was to tutor me on how to clean them although I told them I was following all their cleaning protocols. After 3 more months of back and forth they replaced the devices. These devices began to fail after 3 months. One or both of the devices fail to charge even when the charged indicator is on. 3 months later after support telling me again to clean the devices they still fail to function. Roughly two thirds of the time I do not have full use of the devices. I have asked for a refund and was told they would send me a another replacement set of devices. My response was why should I expect the replacements to work when the last two sets failed. I simply want my money back as the product does not work

  Business response

  05/10/2024

  We attempted to reach the customer to assist, but the call attempt was unsuccessful. We encourage the customer to reach out to us, but we will make another attempt. We can be reached at ************ Monday-Friday 8am-8pm CST, Saturdays 8am-5pm CST. 

  Customer response

  05/11/2024

   
  Complaint: 21661316
  
  I am rejecting this response because:

  1. I have received no calls from Eargo or any voice mails directing me to return a call

  2. I have asked Eargo to respond by email so I may have a "paper trail" of any communication.
  

  3. All Eargo has offered is to replace the hearing aids I have. now. My compliant is the hearing aids begin fail within 90 days and I spend another 90 days following cleaning advice from Eargo support that simply repeats what I do now. The net effect is their product does not fully function about two thirds of the time.

  I have contacted BBB as I want a full refund from Eargo as their product does not function as they represent it does.

  Sincerely,
  
  ***********************

  Business response

  05/20/2024

  We connected with the customer and reached a partial refund settlement, which he seemed satisfied with. We will continue to provide updates through his preferred method of communication and encourage him to reach out to us if he has any questions. 

  Customer response

  05/21/2024

   
  Complaint: 21661316
  
  I am rejecting this response because:
  

  I have yet to receive the refund and have not been provided an expected date of disbursement.  Once i receive the refund I will consider this matter closed.

  
  Sincerely,
  
  ***********************

  Business response

  05/31/2024

  The refund was issued via mail, but was returned. We are working with the customer to determine the best route to reissue the refund.  

  Business response

  05/31/2024

  The refund was issued via mail, but was returned. We are working with the customer to determine the best route to reissue the refund.  

  Customer response

  06/06/2024

   
  Complaint: 21661316
  
  I am rejecting this response because:

  I have yet to receive the promised refund.  Eargo claims the letter with the check was returned.  I spoke with my local postmaster and mail carrier and they saw no reason for the return.  I will not accept a settlement until I receive and successfully deposit the refund check
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a short amount of time my hearing aid is no longer supported. When the batteries died Eargo said I had to buy a new hearing aid.

  Business response

  05/07/2024

  We attempted to reach the customer, but those call attempts were unsuccessful. We encourage the customer to give us a call at their earliest convenience. We can be reached at ************ Monday-Friday 8am-8pm CST, Saturdays 8am-5pm CST.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Within the last few months Eargo sold me two hearing aids for about $1,600.00 total. Included as part of the sale was their "app" which is used to remotely control the functioning of the hearing aid devices. The app enables various adjustments and settings on the hearing aids that can not be done without the use of the app. Recently Eargo changed their app. They disabled access to the app unless I authorize the app and the website to share my personal information, which I will not do. Disabling the use of the app means my hearing aids are useless. Eargo is using extortion to force clients to allow Eargo to sell our private information. Eargo should make the app available to me, or refund my money. I will gladly return the product.

  Business response

  04/30/2024

  We connected with this customer directly and addressed his concerns. 

  Customer response

  04/30/2024

   
  Complaint: 21608488
  
  I am rejecting this response because:  Eargo has made no reasonable effort to resolve the original, basic complaint.  *********** CHANGED their App which is essential for the use and adjustment of the hearing aid product.  In order to access the new App users must agree to the sale of their personal information.  This fact is verified by their privacy policy.  

  I strongly suspect this company is being controlled by the People's Republic of China (PRC) or some other third party who is extorting this personal information for their own use.  

  Regardless, Eargo should ***** current clients access to the normal App or refund their money.  (Claiming that the 45 day trial period  has passed is totally bogus.  The REASON the money should be refunded is because Eargo refuses to allow access to the current App - which was part of the original purchase.)  

  Sincerely,
  
  *****************************

  Business response

  05/01/2024

  We have provided our privacy policy to the customer and additional information that confirm his statements are not accurate. We encourage the customer to respond to our email if he has any questions. 

  Customer response

  05/01/2024

   
  Complaint: 21608488
  
  I am rejecting this response because:  Eargo refuses to either ***** me access to the App which is necessary for the use of the hearing aids and which was initially provided, unless I comply (under duress) to their revised terms which allow them to sell my personal information; or to refund my money.  

  Excerpts from Eargo's Privacy Policy are shown below with a few comments.  

   "Information obtained in connection with the Service *** be intermingled with and used by us in conjunction with information obtained through sources other than the Service, including both offline and online sources"  

  ""Cookies" are pieces of information that *** be placed on your computer by a web site for the purpose of facilitating and enhancing your communication and interaction with that web site"   "We *** use these cookies to share data with advertisers "     These advertisers are paying for the personal information (including email addresses) of Eargo's clients.  This constitutes selling of our personal information to third party businesses.  

  "you *** have the right to opt out of any sale of your Personal Information."  This is false.  The message on the App clearly states that the client has only two choices: to allow 'the App and Eargo' unlimited use of the client's information, or to be denied use of the App.  

  "We do not sell your Personal Information to third parties or mass marketers for their independent use. We ***, however, use your Personal Information to match it with other public and private data sources in order to enhance our records, such as appending addition information to your profile, or the records of our business partners."  This is a weasel clause that allows Eargo to sell or give access to our personal information and when they get caught they just say, "Oops."  

  Why are they making such a big deal of this?  Why do they need open access to our personal information in order to turn on the App?  They did not need this permission before, and we had total access to the App.  There is no relationship between our personal information and the functioning of the App.  

  "Unless you consent to the disclosure of your Personal Information, only we and our affiliates, our technical consultants, third party auditors and other third parties who make our Service available, enhance its functionality, or provide associated services (such as coordinating orders and delivery of our products and services) have access to this information"  This 'other third parties' means anyone to whom they choose to give/sell the information.  

  "Right to Know and Right to Request Information
  You have the right to request that we disclose what Personal Information we collect, use, disclose or sell."  Not true.  We have to give open access to our information in order to get access to the App.  

  "Despite the measures we take to protect your Personal Information, due to the inherent open nature of the internet, Eargo cannot ensure or warrant the security of any information you transmit to us or any information provided online, and you do so at your own risk."   Another weasel clause.  

  This company appears to be providing the personal information of its clients to the People's ***************** (PRC) or some other third party.  

  I have conversed and communicated with Eargo regarding this matter.  I see very little chance of this being resolved through the BBB.  Eargo has made it clear that they will insist on coercing me into authorizing them to sell my personal data, and I am unwilling to do that.  I feel Eargo will only be reasonable if someone forces them to be.  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  case number for reference 00713274.Product: Eargo 5 This model hasnt worked very reliably or consistent since purchase. The battery life keeps declining to the point that one of the units wont even turn on anymore. Support keeps having me clean the device and I do as instructed. The issue is that I dont use the hearing aid very often since it wont last a whole day or in many cases not turn on. so its practically mint and clean anyways. The original unit I received would not sync with their app so the device settings and programs would not update. They sent me a replacement unit. The replacement worked for a month and then started getting shorter and shorter battery life until the left unit wont even turn on and the other only last 2 hours before dying. Now they claim that it is out of warranty and I am required to purchase a new unit! They wont replace the unit I have and wont upgrade it without a charge. Basically they never provided me a truly working device and conveniently it is out of warranty. I am still on a payment plan and the warranty has already expired. This company sold a defective product for a premium price and has yet to be good on their claim of a reliable hearing device. I do not want the same model as replacement since it is out of warranty. I demand the newest comparable product that is going to be warrantied and supported and will do as promised.

  Business response

  02/27/2024

  We connected with this customer directly and provided resolution, which the customer is pleased with. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel ii is incumbent upon me to follow up on a very poor customer response for hearing aids. A reviewer called Eargo devices the Tesla of OTC hearing aids. That was a more appropriate analogy than I expect the reviewer knew. Just like the early Teslas, these Eargo are performing haphazardly. Their customer service is overwhelmed and largely unresponsive. and to my dismay, not having carefully read the warranty, I discovered that their get out of jail, free card is earwax on the device This is the only product I believe Ive ever purchased, when used as designed and directed, voids to warranty..I spoke to an engineer with 30 years experience, designing circuitry for hearing aids, and he was astounded by this fact When they function, they function very well, but I am on my third and final pair in less than a year, and the customer service folk say that the warranty will no longer be honored because according to them, (although they could provide no back up) claim that my devices failed due to body oil and Earwax buildup. I am quite certain that if you followed up with a survey of Eargo users, you may very well find that their longevity is suspect at best. I am going to throw these in the drawer with my blackberry, as they are about as useful as that antiquated piece of equipment is, and return to conventional hearing devices. I only brought this to your attention because thetevwill be no satisfaction, as their customer service representative said that there was nothing they could really do for me, so I figured at least I could log a complaint professional I found their reputation and their actual fulfillment of same were very very wide of the ******************, ***********************

  Business response

  12/28/2023

  We reached out to the customer directly and it was determined that our assistance is no longer needed. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought set of hearing aids from eargo has taken me about 2 years to pay off made my last payment 12 01 2023 I had a problem with the left after having for a short time they replaced this last week problem right one doesn't work called and did what they said still doesn't work Eargo tells me they have discontinued my model and can't be fixed need to upgrade fie **** this is unapectable haven't had made 2 years and paid about **** for the ones I have talked to company several times there us a chat on file which I was told couldn't be emailed to me foe My records which I always get follow up emails from companies Feel after paying over ******* wit fees they don't stand behind their product

  Business response

  12/28/2023

  Our efforts to connect with the customer directly were unsuccessful. We will provide assistance when the customer reaches back out to us. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Eargo customer support is not very responsive to customer issues. The need reminding that they were going to send a replacement in ear piece after I had been waiting for 2 weeks otherwise one might have not been sent . They are not available to help people with the mobile app during none business hours or weekends making it difficult to schedule appts. They returned a hearing device to me soiled with ear wax and no indication that it was mine originally. It should have at least been cleaned . Very poor customer service. Their delays for customer support during non business hours allowed the time limitation for a refund to lapse. I would like a full refund.

  Business response

  12/14/2023

  We have connected with the customer directly to provide assistance and further information.

  Customer response

  12/14/2023

   
  Complaint: 20975796
  
  I am rejecting this response because:  All Eargo  emails indicate a response in 24 hrs yet after a few days I need to reach out to them either by phone or email to remind them I am having issues with their device.   When I get support on the phone they were at times mixed up as to what my problem was.  I have called support and have set up support call dates then they send me an email indicating they cancelled the appointment and rescheduled one to a time that I am not available which then I need to call again to set up another appointment. Poor customer service with too many delays .
  
  Sincerely,
  
  ********************

  Business response

  01/09/2024

  We connected with the customer directly and assistance was provided. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased hearing aids from Eargo last November. On my invoice they mispelled my name. I have tried all year to get this resolved, so I can submit this to my insurance for reimbursement without any resolve. I am now going to loose out on the reimbusement for ******* because of their poor communication and unable to fix the billing invoice to the proper name of purchase. I have sent many emails and made many phone calls since the purchase. I would like this resolved and if I can no longer get reimbursed that they reimburse me.

  Business response

  11/17/2023

  We reached out to this customer directly to provide assistance and the customer is satisfied with the resolution. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just bought these hearing aids July 2023 now the left hearing aid is not working and when I called today and talked to a lady she said she was going to send me some putty I couldnt believe my ears she says to put the hearing aids in the putty 3 or 4 times squishing the putty around the hearing aids I have never heard such a thing I know Eargo should be ashamed of theirselves charging me $2,500.00 and Im on a fixed income telling me to stick these expensive hearing aids in putty wow no I want to cancel hhis autopay every month anyone know the best way to do this ?

  Business response

  11/15/2023

  We reached out to the customer directly to provide assistance and the customer is satisfied with the outcome. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩